Customer Operations & Support Manager

Job Summary:

As a Customer Operations & Support Manager at Medefy Health, you will lead, coach, and scale a high-performing Customer Operations & Support team that delivers exceptional, human-centered experiences to Medefy members and employer clients. You’ll ensure our support operations are efficient, empathetic, and continuously improving — connecting our mission to simplify healthcare benefits with every interaction. This role has dual accountability: managing internal operations & support and serving as an escalation point for complex member and customer issues. You'll build customer-centric operations while also stepping in directly to resolve high-stakes situations that require senior judgment and relationship management.

About our awesome company, Medefy Health...

Medefy Health (www.Medefy.com) is a leading SaaS benefits navigation company, dedicated to simplifying the way employees’ access and utilize their benefits. Our mission is to drive better health and financial outcomes for our users while supporting HR teams and broker partners with seamless, data-driven solutions.

Our company is headquartered in Tulsa, OK. We’re proud to be Oklahoma’s #1 fastest-growing company and rated by Inc. Magazine as the 37th fastest-growing tech company and the 288th fastest-growing company overall in the USA, and our story is still being written!

Healthcare is only getting more complicated, and more expensive, for employers and their employees. This is where Medefy Health comes in. We’re on a mission to eliminate the stress on hard-working families caused by an impossible to navigate healthcare system. All while saving them, and their employers, a significant amount of time and money. We demolish barriers between healthcare and the people who need it, and we need your help to further our mission!

Job Duties & Responsibilities:

Escalation Management & Customer Relations

• Serve as escalation point for complex, sensitive, or high-priority member and customer operations & support issues.
• Directly engage with customers when situations require senior operational judgment, relationship repair, or executive-level communication.
• Model customer-forward problem-solving and empathetic communication in all direct customer interactions.
• Use escalation insights to identify systemic issues and drive root-cause process improvements.
• Build trust-based relationships with key customers and serve as operational liaison when needed.

Team Leadership & Development

• Manage, mentor, and inspire a team of frontline operations & support specialists.
• Drive accountability through clear performance goals, feedback loops, and 1:1 coaching.
• Create a culture of empathy, continuous improvement, and collaboration.

Operational Excellence

• Oversee daily operations & support and ensure SLAs are consistently achieved.
• Build and optimize workflows, knowledge bases, and escalation systems.
• Monitor and report on key metrics — CSAT, FCR, response times, backlog, etc.
• Partner with Product, Engineering, and Customer Success to resolve recurring pain points.

Strategic Enablement

• Design and maintain operations & support playbooks, SOPs, and training curricula.
• Identify opportunities for automation and process improvement across tools and channels.
• Lead or contribute to cross-functional initiatives that elevate the overall customer experience.
• Manage and develop the Health Plan Analyst (HPA) team responsible for front-end system configuration, including benefit plan setup, formulary management, provider directory maintenance, and system search optimization.
• Oversee operational workflows for configuration requests, ensuring accuracy, timeliness, and alignment with client specifications.
• Lead the evolution of the HPA role as AI workflows are integrated, adapting responsibilities, training, and enablement materials to support the changing scope of configuration work.
• Partner with Product and Engineering to define clear boundaries between front-end configuration (HPA-owned) and back-end development (Engineering-owned).
• Build and maintain configuration documentation, quality assurance protocols, and version control practices for system configuration work.

Communication & Advocacy

• Serve as the “voice of the customer” in leadership and product discussions.
• Personally manage escalated customer interactions that require operational leadership, ensuring resolution aligns with both member needs and company values.
• Provide regular reports and recommendations to leadership on operations & support trends and insights.
• Build strong, trust-based relationships with internal teams and external partners.

Performs other duties as assigned.

You must have at least the following:

• Education:
  • Bachelor’s degree in business, communications, or related field (or equivalent experience).
• Experience:
  • 5+ years in customer support or service operations.
  • 2+ years in a leadership or people-management role within SaaS, healthcare, or benefits tech.
  • Experience handling executive-level or VIP customer escalations.
• Technical Skills:
  • Proficiency in support platforms such as Zendesk, Intercom, Freshdesk, or Salesforce Service Cloud.
  • Technical and operational team leadership, including system configuration and data management oversight.
  • Comfortable using reporting tools and dashboards (e.g., Looker, Tableau, Excel/Sheets).
  • Understanding of ticketing, live chat, and knowledge base management.
  • Workflow and role adaptation for AI and automation initiatives.
• Soft Skills:
  • Demonstrated ability to de-escalate complex customer situations with professionalism and empathy.
  • Excellent written and verbal communication skills.
  • Proven ability to coach, motivate, and develop team members.
  • Analytical and process-oriented, with strong attention to detail.
  • Strong judgment in balancing customer needs with operational constraints.
  • Empathetic leader who thrives in a fast-paced, mission-driven environment.

It would be great if you have:

• Experience managing distributed or hybrid support teams.
• Background in benefits, healthcare navigation, or HR technology.
• Familiarity with AI-assisted support tools or workflow automation.
• Demonstrated success improving KPIs (CSAT, SLA adherence, cost per contact).
• Bilingual (English/Spanish) a plus.

Success in the Role (6–12 Months)

• CSAT consistently above 90%.
• SLA and FCR metrics achieved and maintained across channels.
• Documented support processes and QA systems in place.
• Improved efficiency via automation or process redesign.
• Team engagement and retention at or above company averages.

Supervisory Duties: Supervises Customer Operations & Support Team including Health Plan Analysts

Travel Requirements Percentage: 0% travel

Physical and Mental Requirements:

Remote Work Environment: This position is performed remotely in a home-office setting. The employee must ensure a quiet, private workspace free from distractions and suitable for video conferencing and focused work. A reliable high-speed internet connection is required.

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer (up to 8+ hours per day).
• Frequent use of a computer keyboard, mouse, and screen; ability to type at least 55 WPM.
• Occasional movement within the home office environment (e.g., retrieving office supplies or documents).
• Vision abilities required include close vision for computer use and reading documentation, with or without corrective lenses.
• Occasional light lifting of materials (up to 15 lbs), such as a laptop or office equipment, may be required.

Communication Requirements:

• Must be able to communicate effectively in English using written and verbal channels (email, chat, video conferencing, phone).
• Must be able to read and interpret complex written information such as healthcare documentation, performance reports, and company procedures.
• Must be responsive and present during scheduled working hours and team communications, including virtual meetings and collaboration platforms.

Cognitive and Emotional Demands:

• Ability to manage multiple complex tasks and competing priorities in a high-paced environment.
• Strong critical thinking and decision-making skills with attention to detail.
• Ability to exercise independent judgment and problem-solving under time constraints.
• Must be able to adapt quickly to changing workflows, operational needs, and team dynamics.
• Must maintain a high level of confidentiality and discretion in handling sensitive information.
• Requires emotional resilience, especially when assisting users in distress or resolving escalated member concerns.
• Must be able to maintain composure and a professional demeanor under pressure.

Work Schedule & Attendance:

• Must be punctual, dependable, with potential for on-call duties as needed.
• Must maintain regular attendance and meet performance expectations without direct on-site supervision.

**Job description is not a comprehensive listing of all the activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.